Gainsight helps innovative companies protect and nurture their most valuable asset - their customers - with the power of our award-winning platform. With our Customer Success Solution, you can gain deeper insights into customer behavior, operationalize the customer lifecycle, and coordinate actions and results across teams.

This article supports Gainsight NXT, the next evolution of the Customer Success platform. New and upgraded customers are deployed on Gainsight NXT.

If you have not upgraded and are using Gainsight Salesforce Edition, you can find supporting documentation here.

Solicit feedback from each end-user only twice per year to keep users engaged, but not overwhelmed.

Distribute the NPS survey 120 days prior to renewal, to identify priorities or potential issues for the renewal team.

Tips for Soliciting Feedback

Consider having CSMs or AMs send personal emails to customers announcing the survey to increase the response rate. (Emails can appear to be from the CSM if you use Journey Orchestrator and configure the Program accordingly.)

Convey respect for their time by including an estimated length of time to complete the survey.

As appropriate, provide an example of how previous feedback was addressed by your organization and improved the customer experience

Don’t send surveys on Mondays or Fridays.

Send a reminder email a few days before you close the survey with the upcoming deadline.

If responses are low, consider allowing feedback via phone with a Success Team member to enter results manually. Note: this activity can lead to skewed results.

Tips for Designing the Questionnaire

Identify your primary goal before designing the survey.

Develop your survey questions and their sequence before setting up in Gainsight. Only ask questions that are actionable.

Fewer than 6 questions typically results in a higher response rate.

If you’re including the NPS question, it should be the first question.

Consider identifying 3 perpetual questions so that you can see response trends and how they map to your company initiatives.

Do not create too many dependent fields (question linking). Dependent fields are when you answer one question and another window pops up. This can create survey fatigue.

Use a matrix question to understand end user’s view of your product or features.

Use consistent scoring scales among your questions. Example: The NPS question starts with 0, or the most negative score on the left, and increases to the right.